CommercialSales - Customer & Contract Management

When to Activate This Skill

• "Process this RFQ"
• "Review contract terms for [customer]"
• "What are the customer requirements?"
• "Handle customer complaint from [customer]"
• "What's our customer satisfaction status?"
• "Manage CSRs for [customer]"
• "Process customer order"
• "Customer communication template"

Workflow Routing

Workflow	Trigger	File
RfqProcess	"RFQ", "enquiry", "new quote request"	Workflows/RfqProcess.md
ContractReview	"contract review", "terms review"	Workflows/ContractReview.md
CustomerRequirements	"customer requirements", "CSR"	Workflows/CustomerRequirements.md
ComplaintEscalation	"customer complaint", "escalate issue"	Workflows/ComplaintEscalation.md

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IATF 16949 Compliance Overview

This skill addresses key IATF 16949 clauses for commercial operations:

IATF Clause	Requirement	Coverage
8.2.1.1	Customer Communication (supplemental)	Communication protocols
8.2.2.1	Determination of Requirements (supplemental)	Requirements capture
8.2.3.1.1	Review of Requirements (supplemental)	Contract review
8.2.3.1.2	Customer-Designated Special Characteristics	SC identification
8.2.3.1.3	Organization Manufacturing Feasibility	Feasibility assessment
8.7.1.6	Customer Notification	Nonconformance notification
9.1.2.1	Customer Satisfaction (supplemental)	Satisfaction monitoring
10.2.5	Warranty Management	Warranty analysis
10.2.6	Customer Complaints & Field Failure	Complaint handling

Reference: ~/projects/work/docs/compliance/IATF16949_Compliance_Plan.md

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RFQ Processing

Enquiry Receipt and Registration

Sources of Enquiries:

• Email (direct customer contact)
• Customer portals (Covisint, SupplyOn, etc.)
• Phone enquiries (documented immediately)
• RFI (Request for Information) - preliminary

Registration Requirements:

Field	Description	Example
Enquiry ID	Unique identifier	ENQ-2026-0042
Customer	Customer name	Jaguar Land Rover
Part Description	Brief description	Suspension link bracket
Drawing Number	If provided	JLR-12345-A
Quantity	Annual volume	5,000 pcs/year
Target Price	Customer target (if stated)	£15.00/part
Target SOP	Required start date	Q3 2027
Response Due	Quote deadline	15-Feb-2026

Multi-Functional Review

Before quoting, involve all relevant functions:

Function	Review Focus	Sign-off
Manufacturing Engineering	Technical feasibility, process capability	☐
Production	Capacity, equipment availability	☐
Quality	Quality requirements, special characteristics	☐
Supply Chain	Material availability, lead times	☐
Commercial	Pricing, terms, margin	☐

Feasibility Assessment

IATF 8.2.3.1.3 Requirement: Manufacturing feasibility must be assessed before commitment.

Feasibility Responses:

Response	Meaning	Action
Feasible	Can meet all requirements	Proceed to quote
Conditionally Feasible	Can meet with noted exceptions	Document exceptions, customer agreement required
Not Feasible	Cannot meet requirements	Decline or propose alternatives

Feasibility Checklist:

• Dimensional capability (tolerances within equipment capability)
• Material availability (standard stock or special order)
• Capacity availability (equipment time, headcount)
• Tooling requirements (standard or special)
• Surface finish requirements (achievable with process)
• Special processes (heat treat, plating - supplier capability)
• Quality requirements (Cpk targets achievable)
• Timing requirements (lead time realistic)

Quotation Preparation

Quote Components:

1. Material Cost - Weight × £/kg × waste factor (1.3-1.5)
2. Labor Cost - Cycle time × hourly rate × quantity
3. Setup Cost - Setup time × rate ÷ batch quantity
4. Overhead - Applied per company formula
5. Margin - Typically 25-40% depending on risk
6. Tooling - If customer-funded, separate line item

For detailed costing, use: load QuoteEstimator skill

Quote Validity: Standard 30 days unless otherwise stated

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Contract Review (IATF 8.2.3)

Contract Review Checklist

IATF 8.2.3.1.1 requires review of:

Category	Review Items	Reviewer
Technical	Drawings current, tolerances achievable, GD&T understood	Engineering
Quality	Cpk targets, special characteristics, PPAP level	Quality
Capacity	Volume achievable, equipment available, lead time OK	Production
Timing	SOP date realistic, PPAP timeline achievable	PMO
Commercial	Price acceptable, payment terms, liability	Commercial
Packaging	Pack spec available, customer-specific requirements	Logistics
Regulatory	REACH, RoHS, IMDS requirements	Quality

Terms and Conditions Review

Standard Terms to Verify:

Term	MNMUK Position	Risk if Unfavorable
Payment terms	Net 30-60 preferred	Cash flow impact
Liability cap	Limited to order value	Unlimited exposure
Warranty period	12-24 months	Extended liability
Tooling ownership	Customer-owned if funded	Asset retention
IP/Confidentiality	Reasonable scope	Business restriction
Termination	Reasonable notice	Stranded inventory
Price adjustments	Annual review clause	Material cost exposure
Quality chargebacks	Capped, root cause based	Unreasonable deductions

Special Characteristics Agreement

IATF 8.2.3.1.2 Requirement: Customer-designated special characteristics must be agreed.

Special Characteristic Types:

Symbol	Type	Definition	Control Requirement
CC	Critical	Safety/regulatory impact	Cpk ≥1.67, 100% or SPC
SC	Significant	Fit/function impact	Cpk ≥1.33, SPC recommended
S	Safety	Safety-related	Enhanced controls

Agreement Process:

1. Identify all CC/SC from customer drawing
2. Confirm capability to meet enhanced requirements
3. Document in Control Plan and PFMEA
4. Obtain customer sign-off on classification

Contract Award Acceptance

Decision Authority:

Contract Value	Approval Authority
<£10,000 annual	Commercial Manager
£10,000 - £50,000	AGM
>£50,000	General Manager

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Customer Requirements Management

Sources of Customer Requirements

Source	Content	Where Documented
Engineering Drawings	Dimensions, tolerances, GD&T	Drawing register
Specifications	Material, performance, test	Spec register
Purchase Orders	Quantity, delivery, price	ERP system
Quality Agreements	Quality expectations, targets	QA file
CSR Documents	Customer-specific requirements	CSR register
Industry Standards	ISO, ASTM, SAE requirements	Referenced in specs

Customer-Specific Requirements (CSRs)

Common CSR Categories:

Category	Examples
APQP/Timing	Phase gate requirements, milestone dates
PPAP	Submission level, additional elements
Quality Targets	PPM targets, Cpk requirements
Labeling	Label format, barcode requirements
Packaging	Specific containers, dunnage, quantities
Shipping	Carrier requirements, ASN, routing
Systems	EDI, portal, supplier scorecards
Traceability	Lot traceability, serialization
Documentation	Retention periods, format requirements

CSR Register

Maintain a register of all customer-specific requirements:

# Customer-Specific Requirements Register

**Customer:** [Name]
**Last Updated:** [Date]

| # | Requirement | Source | Responsibility | Compliance Status |
|---|-------------|--------|----------------|-------------------|
| 1 | PPAP Level 3 required | Quality Manual | Quality | Compliant |
| 2 | ASN via EDI 856 | Logistics Manual | Supply Chain | Compliant |
| 3 | 2D barcode on label | Pack Spec | Logistics | Compliant |
| 4 | Cpk ≥1.67 for CC | SQM | Quality | Compliant |

Requirements Flowdown

Requirements must flow through the product realization process:

Customer Requirements
        ↓
   Contract Review → Feasibility confirmed
        ↓
   APQP Planning → Requirements in timing plan
        ↓
   PFMEA → Failure modes address requirements
        ↓
   Control Plan → Controls ensure requirements met
        ↓
   Work Instructions → Operators know requirements
        ↓
   Inspection → Verification requirements met
        ↓
   PPAP → Evidence of compliance submitted

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Customer Order Management

Order Receipt

Order Channels:

• EDI (Electronic Data Interchange)
• Customer portal download
• Email/fax (manual entry)
• Phone (immediate documentation required)

Order Review Checklist

Check	Verification	Action if Issue
Part number correct	Match to master data	Query customer
Revision current	Match to latest drawing	Clarify before proceed
Quantity feasible	Check capacity/inventory	Propose alternative
Delivery date achievable	Check lead time	Negotiate if needed
Price matches quote	Compare to contract	Resolve before confirm
Packaging specified	Check pack spec	Confirm with customer
Special requirements	Check for deviations	Document and agree

Order Acknowledgment

Response Time: Within 24 hours

Acknowledgment Content:

• Customer order number
• MNMUK order/reference number
• Part number and revision
• Quantity confirmed
• Delivery date confirmed
• Price confirmed
• Any deviations noted

Lead Time Guidelines

Scenario	Typical Lead Time
Stock item	2-3 days
Made to order (materials available)	1-2 weeks
Made to order (materials required)	3-4 weeks
New part (tooling/setup required)	6-12 weeks
Complex/new development	12-24 weeks

Order Changes

Change Management:

1. Log change request with timestamp
2. Assess feasibility within 24 hours
3. Calculate cost impact (if any)
4. Obtain internal approval
5. Confirm change to customer
6. Update system records

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Customer Communication (IATF 8.2.1.1)

Communication Types

Type	Trigger	Responsibility	Timeline
Proactive	Status updates, scorecards	Commercial	Scheduled
Reactive	Customer queries	Commercial	Within 24 hrs
Issue Notification	Quality/delivery problem	Quality/Logistics	Immediate
PPAP Submission	Part approval required	Quality	Per timing

Customer Notification Requirements

IATF 8.7.1.6 - Nonconformance Notification:

Customers must be notified when:

• Nonconforming product has been shipped
• Product does not meet specification
• Suspect product may have been delivered

Notification Content:

• Part number and description
• Quantity affected
• Date range of shipments
• Nature of nonconformance
• Containment actions taken
• Investigation status
• Contact for questions

Communication Templates

Quality Issue Notification:

Subject: Quality Notification - [Part Number] - [Brief Description]

Dear [Customer Contact],

We are writing to inform you of a quality issue affecting [Part Number].

**Issue Summary:**
- Part Number: [P/N]
- Description: [Issue description]
- Quantity Potentially Affected: [Qty]
- Shipment Dates: [Date range]

**Containment Actions:**
- [Action 1]
- [Action 2]

**Next Steps:**
- [Investigation timeline]
- [Expected resolution]

We apologize for any inconvenience and will provide updates as our investigation progresses.

Please contact [Name] at [Phone/Email] with any questions.

Regards,
[Name]
Quality Manager
Multimatic Niche Manufacturing UK

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Customer Satisfaction Monitoring (IATF 9.1.2.1)

Satisfaction Indicators

Indicator	Metric	Target	Frequency
Delivered Part Quality	Customer PPM	<50 PPM	Monthly
Customer Disruptions	Line stops, holds	0	Per event
Delivery Performance	On-Time Delivery	>98%	Weekly
Premium Freight	Incidents	0	Monthly
Customer Complaints	Count	Reducing trend	Monthly
Customer Scorecard	Rating	Green/Preferred	Quarterly

Customer Scorecard Review

Monthly Actions:

1. Download scorecards from customer portals
2. Review metrics vs. targets
3. Identify any Red/Yellow items
4. Initiate corrective actions for issues
5. Report to management review

Scorecard Response:

Rating	Status	Action Required
Green/Preferred	Meeting expectations	Maintain performance
Yellow/Conditional	Marginal performance	Improvement plan
Red/New Business Hold	Poor performance	Immediate escalation

Customer Feedback Channels

Channel	Type	Response Requirement
Customer portal	Formal	Per portal SLA
Email complaint	Semi-formal	24-hour acknowledgment
Phone call	Informal	Document and follow up
Site visit feedback	Formal	Action log required
Survey response	Formal	Management review

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Customer Complaint Handling

Complaint vs. Technical Issue

Type	Ownership	Process
Customer Complaint	Commercial (escalation owner)	This skill
Technical Investigation	Quality (8D owner)	EightD skill

Commercial manages the customer relationship; Quality manages the technical investigation.

Complaint Escalation Process

Step 1: Receipt and Acknowledgment

• Log complaint immediately
• Acknowledge to customer within 4 hours
• Assign internal owner

Step 2: Initial Assessment

• Classify severity (Critical/Major/Minor)
• Determine if 8D required
• Identify containment needs

Step 3: Customer Communication Plan

Severity	Update Frequency	Escalation Level
Critical	Daily	GM + Customer leadership
Major	Every 2-3 days	Commercial Manager
Minor	Weekly	Commercial team

Step 4: Resolution Tracking

• Monitor 8D progress (if applicable)
• Communicate milestones to customer
• Confirm customer satisfaction with resolution

Step 5: Closure

• Obtain customer acceptance
• Document lessons learned
• Update PFMEA/Control Plan if needed
• Close complaint record

Complaint Metrics

Metric	Calculation	Target
Response Time	Time to acknowledge	<4 hours
Resolution Time	Time to close	<30 days (standard)
Repeat Complaints	Same issue recurrence	0
Customer Satisfaction	Closure rating	≥4/5

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Warranty Management (IATF 10.2.5)

Warranty Analysis Requirements

When warranty returns occur:

1. Log return with all available data
2. Conduct failure analysis (including NTF)
3. Link to 8D if actionable cause found
4. Track warranty costs
5. Report trends to management

NTF (No Trouble Found) Analysis

IATF Requirement: Analyze warranty returns even when no defect found.

NTF Category	Possible Cause	Action
Application error	Customer installation	Improve installation instructions
Misdiagnosis	Field diagnosis error	Training for service techs
Intermittent	Condition-dependent failure	Enhanced testing
Specification gap	Works but doesn't meet expectation	Specification review

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Integration with Related Skills

QuoteEstimator

For technical costing during RFQ:

• Cycle time estimation
• Material cost calculation
• Machine rate application

Load: read ~/.claude/skills/Quoteestimator/SKILL.md

Apqpppap

For program management post-award:

• APQP phase gates
• PPAP submission
• Customer approval

Load: read ~/.claude/skills/Apqpppap/SKILL.md

EightD

For technical problem solving on complaints:

• Root cause analysis
• Corrective action
• Verification

Load: read ~/.claude/skills/Eightd/SKILL.md

SupplyChain

For supplier-related customer issues:

• Material nonconformance
• Supplier development
• Sub-tier management

Load: read ~/.claude/skills/Supplychain/SKILL.md

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Key Documents Reference

Document	Purpose	Location
PMOP-004	Customer Requirements Management	QMS
SCP-007	Customer Order Management	QMS
QP-008	Customer Complaints (8D)	QMS
F-COM-001	Customer Enquiry Log	Forms
F-COM-002	Quotation Template	Forms
F-COM-003	Contract Review Checklist	Forms
F-COM-004	CSR Register	Forms

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Examples

Example 1: Process new RFQ

User: "We received an RFQ from JLR for a suspension bracket"
→ Loads RfqProcess workflow
→ Walks through registration, feasibility, quotation
→ Generates quote package

Example 2: Contract review

User: "Review the contract terms for the new BMW order"
→ Loads ContractReview workflow
→ Checks technical, quality, commercial requirements
→ Identifies risks and required clarifications

Example 3: Customer complaint

User: "Customer complaint from Ford about dimensional issue"
→ Loads ComplaintEscalation workflow
→ Registers complaint, classifies severity
→ Links to 8D for technical investigation
→ Sets up communication cadence

Example 4: CSR management

User: "What are JLR's customer-specific requirements?"
→ Loads CustomerRequirements workflow
→ Returns CSR register for JLR
→ Highlights any compliance gaps

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Supplementary Resources

For detailed guidance:
read ~/.claude/skills/Commercialsales/CLAUDE.md

For templates:
ls ~/.claude/skills/Commercialsales/templates/

For contract review checklist:
read ~/.claude/skills/Commercialsales/reference/contract-review.md

For customer portal guides:
read ~/.claude/skills/Commercialsales/reference/customer-portals.md